To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.
A healthcare services company with over 3,000 contact center agents working to connect providers and patients wanted to replace an agent guidance tool that was difficult to use and required IT support to manage. The new solution needed to comply with healthcare industry regulations and integrate with the organization’s new Contact Center as a Service (CCaaS) provider, which they hadn’t selected yet.
The company turned to one of our partners, a leading conversational AI and automation solution supplier, for an AI-powered real-time agent assistance tool. The new solution could integrate with any CCaaS platform while simplifying agent workflows and offering guidance for numerous call types, such as eligibility verification, member authentication, healthcare plan enrollment, and transfers to a payer or provider.
After deploying our partner’s agent assistance solution, the healthcare services company achieved higher enrollment rates, reduced agent time to proficiency, and greater operational efficiency.
That’s just one example of the advantages of contact center automation powered by artificial intelligence. If you’d like to similarly streamline your call or contact center operations, you should consider working with the same conversational automation solution supplier. During a recent meeting with our technology consultants, the provider’s sales team reviewed their portfolio and discussed how they enhance customer experience (CX) with AI. Here’s some critical information about their background and software to help you make well-informed purchasing decisions for your business.
Provider overview
Since 2008, this supplier has driven better business outcomes with conversational automation achieved via robotic process automation (RPA) and various types of AI (knowledge AI, generative AI, emotion AI, and conversational AI). With over 900 employees in seven offices worldwide, they optimize omnichannel conversations by listening to the customer and then enabling automation for both customers and call center agents. Notable clients include but are not limited to Allstate, Blue Cross Blue Shield, UPS, Nationwide, UnitedHealth Group, and BNP Paribas.
Featured offerings: Contact center automation with conversational AI, RPA and more
This supplier offers various conversational AI and automation solutions to improve contact center performance and help businesses enhance CX as well as the employee experience. Increase productivity and enhance customer service with the following contact center automation tools:
Self-service options powered by conversational AI
Voice, text, visual and multi-modal
Deployable via website, SMS, IVR and social media
Agent assistance
Alerts and actions suggested by conversational AI
Automated notes and dispositions
Knowledge AI
Promise management
Guidance concerning next-best actions
75 percent decrease in agent onboarding time
40 percent or greater average handle time reduction
80 percent or greater agent error reduction
Automated interaction capture
High-quality voice and screen capture
PII and PCI pause and resume feature
Real-time data to fuel automation and analytics with AI
Analysis
Business intelligence
Automated quality assurance
Post-interaction analytics
Analysis of interactions via voice, text, and chat
100 percent of conversations analyzed
50 percent decrease in time analyzing calls
61 percent decrease in compliance issues
These solutions can integrate with your current tech stack, including CRM and enterprise applications, knowledge systems, payment gateways, telephony, chat and email.
If you’re interested in exploring your contact center automation options, our consultants would be happy to help. We have over two decades of IT industry experience and leverage cutting-edge research, comprehensive comparison matrices, and our partner network of best-in-class suppliers to efficiently identify ideal products and services based on your unique requirements, pain points, and objectives. Why spend dozens of hours vetting your options when we can do the homework for you?
Kickstart your contact center transfrmation today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
